Manager Customer Service
Resume:
Catherine Duplessis
**** ****** **** ** *** #**** Manvel, Texas 77578
Cell: 832 -276-8324
**********@*******.***
CAREER OBJECTIVES
Customer Service Manager with extensive experience in relationship management, strong communication, leadership, and problem solving skills seeks a similar role with a strong company. Motivated leader and team player with a track record of consistently, exceeding expectation, delivering exceptional quality assurance, boosting efficiency and contributing to revenue growth. Self-motivated customer service driven with an emphasis on interpersonal, supervisory, organizational and multi-tasking skills. I possess strong leadership with 15+ years of experience serving as a results-focused manager while effectively working in a diverse work environment.
PROFESSIONAL EXPERIENCE
City of Houston Library, Houston, Texas 07/2007- 02/2016
Staff Analyst Helpdesk Manager
Manage and provide mentorship to a team of 3 employees on daily basis
Direct team of 3 to exceed service expectations
Analyze team and individual statistics; prepare reports; diverse and implement programs to improve statistics while maintaining quality assurance. Complete performance reviews on staff
Train team and peer supervisor on new helpdesk products and policies
Facilitate monthly staff meetings in order to motivate and inform employees of new policy and processes
Supervise the daily activities of the office
Follows up on daily goals and objectives for each employee
Implement customer satisfaction survey and increase customer service by 50%
Complete projects on time to ensure customer standards are met
Ensure compliance with helpdesk policies by monitoring the daily operations of the Library IT Department
Liaise between customers and technical teams while furnishing first line support to users requiring assistance with information technology issues and problems
Oversees the management and solution of all computer event in the organizations
Track helpdesk staff response time and implement suggestions for improvements
Track user account creation, changes and deletions, perform password resets
Maintain all employee user accounts rights and permissions and updated the employee databases regularly
City of Houston Library, Houston, Texas 01/2005 - 07/2007
Circulation Manager
Manage and provide mentorship to a team of 3 employees on daily basis
Direct team of 25 to exceed service expectations
Analyze team and individual statistics; prepare reports; diverse and implement programs to improve statistics while maintaining quality assurance. Complete performance reviews on staff
Facilitate monthly staff meetings in order to motivate and inform employees of new policy and processes
Follows up on daily goals and objectives for each employee
Supervise the daily activities of the office
Oversees the management and solution of all customer complaint to the Circulation Department
Track patrons accounts
Produce monthly statistics and report for customers in collection
Train library service staff on circulation policies
Ensure compliance with circulation policies by monitoring daily operation
Ensure the accurate and timely delivery of library material to designated location
City of Houston Library, Houston, Texas 03/2004 - 01/2005 Assistant Circulation Manager
Train library service staff on circulation functions and the use of the circulation system
Tack overdue notices and claims return issues
Respond to and managed customer complaints
produce monthly statistics
Complete staff evaluation and work progress report
Complete statistical report/update spreadsheet daily
Track the daily collection of library overdue fine and fees
City of Houston Library, Houston, Texas 02/2001 - 03/2004
Technical Hardware Analyst I
Provide support and services to library staff and customers
Assist with wire instillation and maintenance of hardware and software
Coordinate with vendors and technical support for repairs of computer systems
Installation of desktop hardware and software
troubleshoot hardware and software issues
Navigate staff and customers through application menu and troubleshoot email issues
Resolve username and password problem
Perform helpdesk support, including problem resolution by phone, remote access and onsite support
Provide support and assistance to resolve customer technology problems through a series of troubleshooting techniques
Work with helpdesk software service now and web driven database
EDUCATION/ PROFESSIONAL DEVELOPMENT
BS, Bachelors of Science in Psychology-University of Houston, Houston, TX
AAS, Associates in Computer Science- Houston Community College, Houston, TX
Six Sigma -Yellow Belt
Six Sigma- Green Belt
ADDITIONAL SKILLS
Excellent customer service and listening skills
Team player that can also work independently and under pressure to ensure all deadline are met
Technical aptitude and proven critical thinking ability
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